Business metric identification from structured communication

ABSTRACT

In a method of identifying a metric associated with a business, a computer system associated with the business, recognizes a first user associated with a first communication device and a second user associated with a second communication device, where the first user is recognized as a customer of the business and the second user is recognized as an employee of the business. The computer system observes a communication between the first communication device and the second communication device, where at least a portion of the communication is an audible communication. The computer system identifies the metric based on the communication between the employee and the customer. The computer system makes the metric available for decision making purposes.

RELATED APPLICATIONS

This application claims priority and is a continuation of the patentapplication, application Ser. No. 16/812,076 (now U.S. Pat. No.11,205,148), entitled “OBSERVATION PLATFORM FOR USING STRUCTUREDCOMMUNICATIONS,” with filing date Mar. 6, 2020, and assigned to theassignee of the present application, which is herein incorporated byreference in its entirety.

The application with application Ser. No. 16/812,076 is a continuationto and claims priority to the then patent application Ser. No.15/978,900 (now U.S. Pat. No. 10,586,199), entitled “OBSERVATIONPLATFORM FOR USING STRUCTURED COMMUNICATIONS,” with filing date May 14,2018, and assigned to the assignee of the present application, which isherein incorporated by reference in its entirety.

The application with application Ser. No. 15/978,900 is a continuationto and claims priority to the then patent application Ser. No.15/208,275 (now U.S. Pat. No. 9,971,983), entitled “OBSERVATION PLATFORMFOR USING STRUCTURED COMMUNICATIONS,” with filing date Jul. 12, 2016,and assigned to the assignee of the present application, which is hereinincorporated by reference in its entirety.

The application with application Ser. No. 15/208,275 claims priority andis a continuation to the then patent application Ser. No. 14/572,450(now U.S. Pat. No. 9,414,195), entitled “OBSERVATION PLATFORM FOR USINGSTRUCTURED COMMUNICATIONS,” with filing date Dec. 16, 2014, and assignedto the assignee of the present invention, which is herein incorporatedby reference in its entirety.

The application with Ser. No. 14/572,450 claims priority and is acontinuation to the then patent application Ser. No. 13/401,146 (nowU.S. Pat. No. 8,948,730), entitled “OBSERVATION PLATFORM FOR USINGSTRUCTURED COMMUNICATIONS,” with filing date Feb. 21, 2012, and assignedto the assignee of the present invention, which is herein incorporatedby reference in its entirety.

The application with Ser. No. 13/401,146 claims priority to the thenprovisional patent application Ser. No. 61/445,504, entitled “ENABLING ARETAIL SALES/SERVICE PROVIDER TO INTERACT WITH ON-PREMISE CUSTOMERS,”with filing date Feb. 22, 2011, and assigned to the assignee of thepresent invention. The application with Ser. No. 13/401,146 incorporatedthe Provisional Patent Application 61/445,504 in its entirety byreference.

The application with Ser. No. 13/401,146 also claims priority to theprovisional patent application Ser. No. 61/487,432, entitled “ACTIVITYCOORDINATING ASSOCIATE'S AUTOMATIC SERVICE ASSISTANT,” with filing dateMay 18, 2011, and assigned to the assignee of the present invention. Theapplication with Ser. No. 13/401,146 incorporated the Provisional PatentApplication 61/487,432 in its entirety by reference.

BACKGROUND

Retailers are under constant pressure to cut costs, improve margins, andincrease floor traffic and customer satisfaction. This has always beenso, but the rise of the internet, available at home and while mobile,has increased the pressure greatly. Loyalty programs and per-customerpricing, such as special discounts, are one set of tools used in thepast, and used more. Moreover, there is an increased demand to manageand train associates and provide an increased measure of customersatisfaction in a retail environment. Such concerns also extend tosituations and environments besides retail settings. Moderncommunication devices provide for many communication opportunities inretail and other settings.

BRIEF DESCRIPTION OF THE DRAWINGS

FIG. 1A illustrates a block diagram of an example environment for anobservation platform for structuring a communication in accordance withembodiments of the present technology.

FIG. 1B illustrates a block diagram of an example environment for anobservation platform for structuring a communication in accordance withother embodiments of the present technology.

FIG. 1C illustrates a block diagram of an example environment for anobservation platform for structuring a communication in accordance withother embodiments of the present technology.

FIG. 2 illustrates a block diagram of an example environment forstructuring communication in an observation platform in accordance withembodiments of the present technology.

FIG. 3 illustrates a flowchart of an example method for structuringcommunication in an observation platform in accordance with embodimentsof the present technology.

FIG. 4 illustrates a flowchart of an example method for discipliningcommunications in accordance with embodiments of the present technology.

FIG. 5 illustrates a flowchart of an example method for observing andrecording users of communication devices in accordance with embodimentsof the present technology.

FIG. 6 illustrates a flowchart of an example method for characterizingcommunications in a group of users in accordance with embodiments of thepresent technology.

FIG. 7 illustrates a flowchart of an example method for structuringcommunication in a plurality of observation platforms in accordance withembodiments of the present technology.

The drawings referred to in this description of embodiments should beunderstood as not being drawn to scale except if specifically noted.

DESCRIPTION OF EMBODIMENTS

Reference will now be made in detail to embodiments of the presenttechnology, examples of which are illustrated in the accompanyingdrawings. While the technology will be described in conjunction withvarious embodiment(s), it will be understood that they are not intendedto limit the present technology to these embodiments. On the contrary,the present technology is intended to cover alternatives, modificationsand equivalents, which may be included within the spirit and scope ofthe various embodiments as defined by the appended claims.

Furthermore, in the following description of embodiments, numerousspecific details are set forth in order to provide a thoroughunderstanding of the present technology. However, the present technologymay be practiced without these specific details. In other instances,well known methods, procedures, components, and circuits have not beendescribed in detail as not to unnecessarily obscure aspects of thepresent embodiments.

Unless specifically stated otherwise as apparent from the followingdiscussions, it is appreciated that throughout the present descriptionof embodiments, discussions utilizing terms such as “receiving,”“recognizing,” “deriving,” “storing,” “relaying,” “executing,”“generating,” “determining,” “tracking,” “recording,” “identifying,”“making,” or the like, refer to the actions and processes of a computersystem, or similar electronic computing device. The computer system orsimilar electronic computing device, such as a telephone, smartphone, orhandheld mobile device, manipulates and transforms data represented asphysical (electronic) quantities within the computer system's registersand memories into other data similarly represented as physicalquantities within the computer system memories or registers or othersuch information storage, transmission, or display devices. Embodimentsof the present technology are also well suited to the use of othercomputer systems such as, for example, optical and mechanical computers.

Overview of Using Structured Communications in an Observation Platform

Embodiments of the present technology are for structuring communicationsin an observation platform. The observation platform may involve anumber of users or people and provides structure and disciplinecommunications for the users and captures data regarding thecommunications such as performance metrics. The present technology maybe employed in various environments such as retail settings,public-stage floors, outdoor venues, concerts, police scenarios,disaster areas, schools, sporting events, hospitality operations,security operations, military operations, and other environments wherecommunications occur between users.

Using structuring communications in an observation platform, as referredto herein, may refer to the following actions regarding communicationsbetween two or more users: disciplining, structuring, controlling,participating, discouraging, encouraging, influencing, nudging, makingan example of, permitting, managing, managing to be in compliance withpolicies, measuring what goes on as a communication occurs,characterizing, enabling, observing, recording, correcting, directing,etc.

The structuring or disciplining process envisioned herein involves usinga communications and computer system as a platform to listen to commandsfrom users, interpret those commands, establish two-party and multipartycommunications links, pass on messages, and store messages and commands,thereby permitting an owner or manager of a group of people to observeand analyze the effectiveness the group's interactions. In a way, it islike the central nervous system of an organism, wherein the organism isa group of people.

One purpose of structuring or disciplining a communication is forassociates to become better customer service associates or sales peoplein a retail setting. The present technology may accomplish this goal bymonitoring communications of the users that occur via communicationdevices. The communications may be monitored to derive contextinformation from the communication such as the name of the user,geographic location of a user, the state or status of the user (e.g.,busy, engaged, out-of-range, not logged on, available, etc.), businessmetrics regarding the user's interaction with others, and commands fromthe user. The communications may be monitored by a computer systemassociated with a radio base station that acts as a central hub for theuser communications. The computer system may convert audible, voice orspeech communications to a text format using standard and well-knowntechniques. The text may be used to derive the context information fromthe communication. The computer system may also store some or all of thecommunication including the time and geographic location of the device,the audible portion of the communication and the text format of thecommunication. The structured communications may extend beyond a singlevenue to multiple venues without regard to geographic location.

In one embodiment, the computer system uses the derived contextinformation to determine a destination of the communication and forwardsor relays the communication to the destination. For example, a firstuser may attempt to contact a second user via communication devices. Thefirst user sends the communication to the computer system associatedwith the radio base station. The computer system recognizes the firstuser and is able to derive context information regarding thecommunication and determine that the communication's destination is athird user. The computer system then relays the communication, via theradio base station, to a communication device associated with the thirduser. The computer system may also convert the communication to text andderive contextual or performance metrics regarding the first or thirduser. For example, the first user may be an associate in a retailsetting and the third user is a customer. The first user may beresponding to a query made by the third user. The performance metric maybe the length of time it took for the first user to respond to the queryor may be whether or not the query was satisfied or may be a differentmetric entirely. The computer system may derive and store more than oneperformance metric. The computer system may also access more than onecommunication regarding a user to determine some metrics.

In one embodiment, the computer system is able to determine the state ofthe user based on either direct user action such as a button press orvoice command; or based on inference from words being spoken, motions,locations or other contextual information. In one embodiment, the thirduser may be out of range of the radio base station and sendscommunications via a network associated with the computer system. In oneembodiment, the third user may be part of a similar operation to that inFIG. 1A, i.e., another retail outlet for the same company in a differentlocation.

In one embodiment, the computer system is able to determine geographiclocations of users based on information received from communicationdevices associated with the users. The geographic location data may bestored as data associated with a user's communications device at aparticular time, or as a performance metric, or may be combined withother information to generate a performance metric. The geographicinformation may also be used by managers to manage or train associatesor to optimize customer service.

A user, as referred to herein, may be a person or people such as,associates, employees, managers, trainees, trainers, customers,emergency responders, personnel, etc. In one embodiment, the userinterfaces with a device for communications with other users. Such adevice may be a handheld device, a headset, a smartphone, an earpiece, aradio, a computer system, or other device capable of providingcommunications between users.

A performance metric may also be a metric, a key performance metric or abusiness metric. A metric or performance metric as referred to hereinmay be any type of data associated with or derived from a communicationbetween users, including the location of the communications device, orthe words spoken and the contextual state at the time of a particularcommunication event. In one embodiment, the computer system is able togenerate a visual representation of metrics. For example, the visualrepresentation may be a map of the geographic location of the users inan environment or may visual demonstrate the availability status of auser. In another example, the visual representation may be textualinformation such as the number of communications sent by a user or thelength of time it took for a user to respond to a communication. Theperformance metrics may be sent or displayed to a manager or other userfor use in making decisions. The performance metrics may be used by themanager to optimize customer service in a retail setting by takingactions such as reprimanding or rewarding an associate or noticing thatno associates are located near a group of customers.

The present technology provides for many examples of how structuringcommunications may be used in various environments for a variety ofpurposes. The following discussion will demonstrate various hardware,software, and firmware components that are used with and in computersystems and other user devices for structuring communications usingvarious embodiments of the present technology. Furthermore, the systems,platforms, and methods may include some, all, or none of the hardware,software, and firmware components discussed below.

Observation Platform for Using a Structured Communications

With reference now to FIG. 1A, a block diagram of an environment 100 forstructuring communications in an observation platform. Environment 100includes devices 105, 110 and 130, radio base station 115, computer 120,database 125 and network 135. Environment 100 comprises components thatmay or may not be used with different embodiments of the presenttechnology and should not be construed to limit the present technology.Some or all of the components of environment 100 may be described as anobservation platform for structuring a communication.

The present technology makes use of communication devices. Radio basestation 115 and devices 105, 110 and 130 may also be described ascommunication devices. Devices 105, 110 and 130 may be user devices thatare mobile and employed by a user to communicate with other users viaother devices. Communications between the devices may be described assignals. The devices 105, 110 and 130 may be a smartphone, a personaldigital assistant, a fob, a handheld device, a headset or other smallelectronic device. In one embodiment, devices 105, 110 and 130 employspeakers and microphones with control buttons for audiblecommunications. The control buttons may be push to talk buttons, volumecontrol buttons, and power on/off buttons or other standard buttons andmay be options on a touchscreen. Devices 105, 110 and 130 may behandheld, may be worn around the neck, and may be a headset worn on thehead or otherwise interface with the human body. Devices 105, 110 and130 may or may not comprise a screen or display such as a liquid crystaldisplay (LCD). In one embodiment, devices 105, 110 and 130 do notcomprise a display such that a user is not inundated with too manyoptions or too much information from the device. A user device without adisplay may simplify communications and thus a user, such as a customer,may be more likely to employ the device for its intended purpose.

Devices 105, 110 and 130 and other devices in environment 100 may beissued to a user upon entering environment 100 or may be brought by theuser into environment 100. For example, in a retail setting associatesmay be issued devices by the employer or owner of the retailer setting.Customers in the retail setting may also be issued devices as they enterthe retail setting. Customers may choose to whether or not to accept thedevice or whether or not to use the device after accepting it. Theassociate devices and the customer devices may or may not be the sametype or model of devices. Alternatively, the customer may bring a deviceinto the retail setting such as a smartphone. The customer may downloadan app to the smartphone that will allow the customer to use the devicefor communications in the store with associates or others in accordancewith present technology.

Devices 105, 110 and 130 may be low power devices. The devices may usebatteries or solar power including either ambient or battery solar powerin a low duty-cycle manner to save power. In one embodiment, the deviceshave an automatic sleep function when location of the device does notchange and no communications are sent or received after a period oftime.

Radio base station 115 may be a communication device that is capable ofcommunicating with devices 105, 110 and 130. Radio base station maysimply be a component of computer 120 or may be a standalone device thatis coupled with, connect to, or otherwise associated with computer 120.Radio base station 115 and computer 120 may be physically adjacent toone another or may be separated by a distance. Computer 120 is able toinstantaneously receive communications from radio base station 115 andto send communications to radio base station 115 for radio base station115 to transmit the communication to its destination. Computer 120 is acomputer system with a process and memory and is capable of executingcommands, software and firmware. Computer 120 may be a desktop computer,a server computer, or other standard computing system or may be custombuilt for the present technology.

Radio base station 115 and devices 105, 110 and 130 employ standardtechniques for communicating wirelessly. The communications may beperformed using radio techniques such as near field communications,short wave radio, Bluetooth, Wi-Fi, standard wireless computer networkprotocols, etc. Devices 105, 110 and 130 may be able to communicate witheach other directly or through radio base station 115. Devices 105, 110and 130 communicate with each other via the computer system 120. In oneembodiment, all communications in environment 100 are relayed throughradio base station 115 which acts as a central hub. For example, device105 may communicate with device 110 by device 105 sending acommunication to radio base station 115, computer 120 derives thatdevice 110 is the destination for the communication and relays thecommunication to device 110. This may occur automatically and quicklyenough such that the users will not experience any undue lag incommunications. In one embodiment, devices 105, 110 and 130 maycommunicate directly with computer 120. For example, a user may issue acommand to computer 120 via device 105 or computer 120 may sendinformation to device 105. Information send from computer 120 to device105 may be an audible voice signal or may be textual or graphical datato be displayed at device 105 if it is properly equipped to do so.

In one embodiment, devices 105, 110 and 130 may communicate with oneanother directly, and their signals may be monitored and processed bycomputer system 120 via a monitoring system associated with the radiobase station 115. Instructions or commands may still be directed towardsthe computer system 120.

In one embodiment, computer 120 is able to recognize a user sending acommunication. The user may be recognized based on the device used tosend the communication to computer 120 and radio base station 115. Forexample, device 105 may have a unique signature associated with itstransmissions such that computer 120 can identify differentiate thedevice from another user. Such recognition of a user may then beemployed by computer 120 for future communications with other devices.In one embodiment, the signal or communications between devices areencrypted. The signal may be encoded such that it is unique to aspecific device. The encryption or encoding may be employed by computer120 to recognize the user of the device. In one embodiment, the user mayidentify himself to the computer system 120 and the computer system 120makes the association between user name and device 105's internalelectronic identification.

Computer 120 may determine that the destination of a communication is asingle device or a plurality of devices. Thus computer 120 may relay acommunication from device 105 only to device 110 or may relay it to bothdevice 110 and device 130. Computer 120 may determine that another userdevice is the destination of a communication originated by device 105but may also directly respond to the communication by executing acommand or sending a communication back to device 105. In oneembodiment, a communication from device 105 has more than onecharacteristic or aspect. For example, the communication may have firstcharacteristic that corresponds to an audible source such the voice of auser employing device 105. The communication may also have a secondcharacteristic that comprises geographical position information ofdevice 105 or may have information indicative of a geographic positionof device 105. Computer 120 is able to determine a geographic positionand direction of motion of a device from the information indicative of ageographic position of device. The motion may also be described as pathof travel. A characteristic of the communication may be a portion of thecommunication, data associated with the communication, attributes of thecommunication, or metadata regarding the communication.

In one embodiment, computer 120 comprises a storage medium for storingsome or all of a communication. Computer 120 may store allcommunications between devices in environment 100. Computer 120 maystore communications for a pre-determined amount of time. Differentcharacteristics of the communication may be stored including portions ofthe communication itself. For example, the communication may comprise anaudible portion, a text portion, information indicative of ageographical position, and a geographical data portion. The audibleportion may also be converted to text. Computer 120 may store all orsome of the different portions including the portion converted to text.Computer 120 may store geographic position information regarding adevice over a period of time such that a path of travel of the user maybe inferred. Thus the position of a user may be mapped, tracked orpredicted through a physical environment or area.

In one embodiment, computer 120 receives a communication from a devicewith a portion of the communication that corresponds to a voice of theuser of the device. Computer 120 is able to convert the audible portionto text using speech to text techniques. The resulting text may be usedby computer 120 to derive context information from the communication todetermine performance metrics regarding the communication or the user ofthe device. The resulting text may also be interpreted as a command forcomputer 120 to execute. The resulting text may also be employed todetermine a destination for the communication.

In one embodiment, each speaker is identified with a unique identifierwith each voice file so that the speech-to-text engine can train on thespeaker's voice and more accurately choose words from the dictionaries.Individually customized dictionaries may be used for the sequentialcontext of the spoken words. For example, saying, “urgent Bob” isinterpreted by looking up the first word in a command dictionary and thesecond word in a names or places dictionary. In one embodiment, afrequency table is built for each user defining how frequently they calla name or place to improve the probability of selecting the correctword. In one embodiment, if a command, name, or place is not understood,the system may default to the most likely destination group. The usercan easily opt out of the default destination and start again.Alternatively, if the command, name or place is not recognized, thecomputer system 120 may be programmed to default to a simple reply suchas “command not recognized” or “person not found.”

In one embodiment, computer 120 executes a command received from device105. The command may be directly received from device 105 or may bereceived in an audible voice signal with is converted to text and theninterpreted to be a command for computer 120. The command may be toinitiate a virtual voice connection between device 105 and device 110.The command may be to initiate a connection to a telephony system suchthat a user of device 105 may communicate with another user who isemploying a telephone for communication. The command may be for computer120 to access database 125.

In one embodiment, computer 120 is able to access database 125 overnetwork 135. Network 135 may be a local area network, a wirelessnetwork, the Internet or another computer network. In one embodiment,database 125 is a component part of computer 120 and network 135 is notrequired for computer 120 to access database 125. Database 125 maycomprise an inventory of product or any other type of information. Forexample, in a retail setting a customer may use a device to communicatewith an associate regarding whether the retail setting has a particularproduct in stock. The associate may use key terms to query computer 120regarding whether the product is in stock. Computer 120 may convert theassociate's voice to text and recognize the command regarding whetherthe product is in stock. Computer 120 then queries database 125 andsends a response back to the associate and/or customer. The response maybe sent back using an audible signal or a signal to be displayed on ascreen at the user device. Similar examples may be constructed aroundproduct location databases, workforce scheduling system, time clocksystems or other information systems used for operations. Alternatively,computer 120 may recognize a command based on the converted text withouta user saying key terms.

Database 125 may be a local inventory or a larger inventory. In oneembodiment, database 125 is not an inventory but comprises differentdata. For example, a user may employ the device to communicate with andcommand computer 120 to perform a key word search of the Internet usinga search engine such as a website search engine.

With reference now to FIG. 1B, a block diagram of an environment 140 forstructuring communications in an observation platform. Environment 140includes devices 105, 110 and 130, radio base station 115, computer 120,transceivers 145, 150, and 155, and regions 160, 165, and 170.Environment 140 comprises components that may or may not be used withdifferent embodiments of the present technology and should not beconstrued to limit the present technology. Some or all of the componentsof environment 140 may be described as an observation platform forstructuring a communication.

Transceivers 145, 150, and 155 are capable of sending and receivingsignals to and from radio base station 115 and devices 105, 110 and 130.Transceivers 145, 150, and 155 may or may not be networked to oneanother and to either radio base station 115, computer 120 or both.Transceivers 145, 150, and 155 may be transceivers such as wirelessrouters in a computing network. The transceivers may relay acommunication from a user device to computer 120. A communication orsignal may be routed through a plurality of transceivers before reachingcomputer 120.

In one embodiment, the transceivers may be uniquely identifiable suchthat a communication may comprise a characteristic that identifies thecommunication as being routed through a given transceiver. Thisidentification of the transceiver may be employed by computer 120 todetermine a geographic location of a device or user. Thus, acharacteristic of the communication may be an identity of a transceiverand comprises information that is indicative of a geographic position.Computer 120 may determine that a device is in a geographic region thatis associated with a transceiver such as region 160 associated withtransceiver 145. Computer 120 may also use geographic information anduser motion characteristics to predict and pre-set association to thenext likely transceiver.

In one embodiment, computer 120 determines the geographic location of adevice based on a transceiver signal strength received at the devicefrom one or more transceivers. For example, device 130 may receivesignals from both transceivers 150 and 155 each with a correspondingsignal strength. The signal strength data is sent from device 130 tocomputer 120 as a characteristic of a signal or communication sent tocomputer 120. The signal strength data is then used by computer 120 todetermine the geographic position of device 130.

Transceivers 145, 150, and 155 each have an associated region such asregions 160, 165, and 170. The regions may define the transmission rangeof the transceiver or may be defined based on some other criteria. Inone embodiment, the regions may be described as wireless hotspots.Regions 160, 165 and 170 may be well defined geographical regions eitherindoors or outdoors and me be known to computer 120. Regions 160, 165and 170 are depicted as not overlapping one another. However, theregions may or may not overlap one another. In one embodiment, computer120 may determine the geographic location of a device based on itslocation in one or more regions. For example, device 105 may be locatedin region 160. In another example, regions 160 and 165 may beoverlapping and computer 120 determines that device 110 is in theoverlapping portions of region 160 and 165 because a characteristic of acommunication from device 110 indicates that device 110 is receivingsignals from both transceiver 145 and 150. Thus a characteristic ofsignal sent from a user device to computer 120 may be contents of acommunication, a portion of a communication corresponding to an audiblesource, signal strength data of a transceiver, an identity of atransceiver, geographic position data, or other information.

In one embodiment, computer 120 determines the geographic motion,movement, or path of travel of a user based on transceiver signalstrengths received at the device from one or more transceivers. Movementof the communications device 130 may be derived from data regardingsignal strength measurements made at one or more of the transceivers,where the signal strength is measured and sampled at successive timeintervals, via well-known methods. For example, as a user moves aboutthe region in environment 140, the signal strength will increase at onetransceiver device and decrease at another. Movement of thecommunications device 130 may also be derived from internal componentsin the device called accelerometers, again via successive time samplesof acceleration data. This data may be used to detect a smaller range ofmovement.

With reference now to FIG. 1C, a block diagram of an environment 180 forstructuring communications in an observation platform. Environment 180includes devices 105, 110, 111 and 131, radio base stations 115 and 116,computers 120 and 121, network 135 and regions 175 and 176. Environment180 comprises components that may or may not be used with differentembodiments of the present technology and should not be construed tolimit the present technology. Some or all of the components ofenvironment 180 may be described as an observation platform forstructuring a communication.

In one embodiment, device 105 and 110 are located within region 175. Thecomponents depicted within region 175 may be described as an observationplatform. Region 175 may be described as a radio range. For example,radio base station 115 may have a physical limit regarding the distancewhich it may transmit radio signals. Therefore, a device outside of theradio range, such as devices 131 or 111 will not be able to communicatewith computer 120 via a radio signal transmitted from radio base station115. Additionally, devices 105, 110, 111 and 131 may also have a limitedradio range.

These limitations may be overcome by computer 120 relaying thecommunication to either device 131 or a second observation platformwithin region 176 via network 135. Therefore, devices 105 and 110 maycommunicate with either device 111 or 131 where the communications arerelayed by computer 120 and network 135. Region 176 may be described asa second observation platform with components that are duplicates of orsimilar to components of region 175. The regions 175 and 176 maycomprises any number of communication devices or other components suchcomputers, routers, and transceivers. Thus, the present technologyprovides for structured or disciplined communications between at leasttwo user devices that may or may not be within radio range of oneanother.

In one embodiment, the communications between computer 120 and devices105 and 110 are accomplished via radio signals and the communicationsbetween device 131 and computer 120 are accomplished via network 135. Inone embodiment, the connected between network 135 and device 131 istelephony call such that device 105, which may not be a telephone,places a phone call to device 131, which is a telephone, via theobservation platform. In such an embodiment, network 135 may compriseboth a computer network and a phone network or cloud.

In one embodiment, device 131 and/or region 176 may be physically remoterelative to radio base station 115. For example, all the componentsshown within region 175 may be located within radio range of one anotherat a first location, but device 131 and region 176 are located at asecond and third location outside of region 175. These first, second andthird locations may be separated by any length of distance. The secondor third location may be hundreds or even thousands of miles away fromthe first location or may be less than a mile away but still outside ofregion 175. In one embodiment, computer 120 and radio base station 115are located at a first physical address such as a street address for abuilding or other physical location, device 131 is located at a secondphysical address, and computer 121 and radio base station 116 arelocated at a third physical address.

In one embodiment, computer 120 and radio base station 115 areassociated with a retail environment and region 175 includes the retailfloor as well as an office or other area designated for associates,managers, or employees of the retail environment. However, computer 121and radio base station 116 are located in region 176 are located at asecond retail environment. The first and second retail environments maybe related to one another such as both being a franchise of the samebusiness or enterprise. Thus, a customer or associate may be located inregion 175 associated with a first franchise, e.g. a first observationplatform, and speak with an associate using device 111 in a secondfranchise, e.g. a second observation platform. The customer or associatemay ask questions regarding the inventory of an item at the secondfranchise or speak with an associate at the second franchise that hasnot knowledge not known by associates at the first franchise.

With reference now to FIG. 2 , a block diagram of an environment 200 forstructuring communications in an environment. Environment 200 includesradio base station 115, computer 120, users 205, 210, 215, 220, 225,230, and 235, structure 240, area 245, area 250, radio devices 255 and260 and user 265. Environment 200 comprises components that may or maynot be used with different embodiments of the present technology andshould not be construed to limit the present technology.

Environment 200 depicts a setting in which the present technology may beemployed. Environment 200 may be, but is not limited to, retailsettings, public-stage floors, outdoor venues, concerts, policescenarios, disaster areas, and other environments where communicationsoccur between users. Areas 245 and 250 are depicted as being enclosed.However, the present technology may be implemented in an outdoor orindoor environment or a combination of the two. Users 205, 210, 215,220, 225, 230, and 235 are depicted as each holding a device such asdevice 105 of FIG. 1 . The devices do not necessarily need to behandheld. Users 205, 210, 215, 220, 225, 230, and 235 may be a varietyof different types of users. For example, the users may be associatesand customers intermingled in a retail setting. Area 245 may be theretail floor while area 250 is a back office or other area designatedfor associates, managers, or employees of the retail environment.

Structure 240 may be a display, shelves, aisle divider, or otherstructure that physically separates spaces in area 245. For example,users 205, 210, and 215 are depicted as being in separate space of area245 than users 220, 225, 230, and 235. Computer 120 may be able tointeract with users 205, 210, 215, 220, 225, 230, and 235 and determinethe user's geographic locations as well as act as a central hub for allcommunications between the users. In one embodiment, computer 120recognizes a group of users associated with communication devices. Thegroup may be based on a classification or type of user or may be basedon a location of said users. In one example, computer 120 recognizesthat users 205, 215, 230, and 235 are associates and users 210, 220, and225 are customers in a retail setting. The associates may be considereda first group and the customers a second group. In a second example,computer 120 recognizes that users 205, 210, and 215 are a first groupin a separate space of area 245 than the second group of users 220, 225,230, and 235. Computer 120 may then employ the recognition of groups togenerate visual representations of features of the group and itscommunications. It should be appreciated that groups can simultaneouslyexist in many locations and are not constrained by building walls orgeography.

In one embodiment, environment 200 comprises radio devices 255 and 260used for communication with user devices and radio base station 115.Radio devices 255 and 260 may or may not be networked with radio basestation 115 to provide additional coverage or range for radio basestation 115. For example, radio devices 255 and 260 may be antennas orradio repeaters for radio base station 115. In one embodiment, radiodevices 255 and 260 are wireless routers for computer networking.Computer 120 may employ radio devices 255 and 260 to determine ageographic location of a user. Radio devices 255 and 260 andtransceivers 145, 150 and 155 may each have the same capabilities andfeatures as one another.

The geographic location or position of a user may be determined bycomputer 120 receiving clues or evidence of the geographic location ofthe user device and then computer 120 infers or deduces the geographiclocation based on the evidence or clues. In other words, user 205 maysend a communication to computer 120 via a user device where acharacteristic of the communication is indicative of the geographiclocation. For example, the user device associated with user 205 mayreceive a plurality of signals from radio base station 115 and radiodevices 255 and 260. Each signal has a unique signal strength at thecurrent position of user 205. The signal strengths of each source aresent to computer 120 as a characteristic of the communication. Computer120 may then determine the geographic position of user 205 based on thesignal strengths of each source and the known location of the sourcese.g. radio base station 115 and radio devices 255 and 260. In oneembodiment, the user device knows its geographic position based ongeographic position component which is part of the user device. Thegeographic position component may be a component device or chip thatemploys the global positing system or other satellite navigation systemfor determining a geographic location or position. A user device with ageographic position component may transmit the determined geographicposition to computer 120 as part of a communication. Thus computer 120may know the location of a user at a given time based on the geographicposition of the device associated with the user.

In one embodiment, user 265 interfaces with computer 120 to use thepresent technology to optimize communications. Computer 120 maydetermine and display performance metrics or visual representationsregarding communications to user 265. User 265 may then use theperformance metrics and visual representations to make decisions. Forexample, user 265 may be a manager of associates and can identify that acustomer has asked for assistance at a given location but no associateshave responded. The manager may then use the present technology torequest an associated to assist the customer. In one embodiment, user265 is able to directly use computer 120 and radio base station 115 tocommunicate with other users.

In one embodiment, user 265 interfaces with computer 120 to use thepresent technology to optimize geographic location. User 265 may be acustomer and requests help from computer 120. Computer 120 determinesthe associate nearest the location of user 265 and provides the currentand updated location of user 265 until intercepted by the associate.

In one embodiment, computer 120 derives performance metrics, businessmetric or metric from the communications between users. The metrics maybe used to generate visual representations. The metrics and/or visualrepresentations may be employed to make decisions. The metrics andvisual representations may be sent to another computer system or device.A metric may be based on the behavior of a user and the user'scommunications.

A sales performance metric may be determined by linking sales withusers, measuring busy times of users, and ascertaining busy status ofuser. The busy status of a user may indicate that the user is engaged ina communication, a task, assisting a customer or otherwise occupied. Aresponse time metric may also be determined by measuring the time ittakes to answer a user's question, or how long it takes to receiveassistance after asking for it. A customer satisfaction metric may alsobe derived based on the text of the customer's communication. A taskperformance metric may be determined by measuring the length of time anassociate is currently engaged in performing said task, including notingpending and completed tasks. Metrics may be used by a manager to makereward good behavior or correct undesired behavior. Additionally,because the communications have been recorded, the communications may beused in training as examples.

Visual representations may be described as communication trafficintensity maps between users and/or groups such as who talks to whom,how frequently and at what time of day; who asks questions and whoresponds; who responds to tasks, when and how long it took to respond;and who has listened to which training podcasts, where they listened andwhen. Visual representations may also be described as location maps suchas, a status of when users indicate that they are engaged, busy oravailable, when users ask questions; quiet areas where no communicationsor engagements are occurring; where users are not located; where sellingtips were left and by whom; location-based-tasks and the times it takesto complete them; a path of where users have traveled geographically;and a map of the environment. With this observation platform forstructuring communications, a more complete observation of many of theevents in the interaction between and among all users can be observed,cataloged, and analyzed, providing a great deal of useful information toany manager of the overall process.

Operations of Using Structured Communications in an Observation Platform

FIG. 3 is a flowchart illustrating process 300 for using structuredcommunication in an observation platform in accordance with oneembodiment of the present technology. Process 300 may also be describedas disciplining communications in an observation platform. In oneembodiment, process 300 is a computer implemented method that is carriedout by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 300 is performed by the components of FIG.1A, 1B, 1C or 2 . In one embodiment, the methods may reside in acomputer usable storage medium having instructions embodied therein thatwhen executed cause a computer system to perform the method.

At 302, a signal from a first communication device is received at asecond communication device associated with a computer system, wherein afirst characteristic of the signal corresponds to an audible source anda second characteristic of the signal corresponds to informationindicative of a geographic position of the first communication device.For example, the audible source may the voice of a user.

At 304, a first user associated with the first communication device isrecognized at the computer system.

At 306, context information for the signal is derived at the computersystem associated with the second communication device. The contextinformation may be geographic information, data regarding length or timeof communication, or text of the communication. In one embodiment,speech to text recognition techniques are employed to covert an audiblecommunication to text. In one embodiment, the context information is acommand for the computer system to perform. In one embodiment, thesignal is encrypted or encoded uniquely with respect to the firstcommunication device. The context information may be a command to thecomputer system. For example the computer system may be commanded toaccess a database in response to a query.

In one embodiment, the context information is a command and the commandmay be issued verbally by a user in a communication. For example, a usermay speak into a communication device the phrase “hello everybody” thusthe communication is the spoken phrase and the computer system mayderive context information that the communication is to be sent toeverybody. The computer system then relays the signal to everybodyassociated with the communication observation platform. In anotherexample, the communication may be the phrase “hello Bob.” The computersystem derives context information that the destination of thecommunication is Bob; the communication is then relayed only to Bob.

The Table below shows examples of Communication Phrases and DerivedContext information.

Communication Phrase Derived Context Information “Hello everybody” Thecommunication is to be relayed to “everybody” “Hello Bob” Thecommunication is to be relayed to “Bob” “Hello Workshop” Thecommunication is to be relayed to everyone associated with the“Workshop” location. “Urgent Bob” The communication is an urgentcommunication to be relayed to “Bob” “Now here this” The communicationis to be relayed to “everyone” as a bulletin “Selling tip for the sideThe communication is to be relayed to those hallway” associated with theside hallway as a bulletin “Where is Steve” The communication is acommand to determine a geographic location of Steve and to send amessage back to the communication device from the computer system thatspeaks the response. The response may also include contextualinformation such as “Steve is available” or Steve is engaged” or otherinformation from other sources such as “Steve is on break.” “Who is nearthe central The communication is a command to hallway” determine who isgeographically located near the central hallway region and to send amessage back to the communication device from the computer system thatspeaks the response. “Test go to simple menu” The communication is acommand for the computer system to go to the simple menu and to send amessage back that speaks the phrase “you will now go to simple menu”“Where is everybody” The communication is a command to determine whereeveryone associated with the communication platform is geographicallylocated and to send a message back to the communication device from thecomputer system that speaks the response. “Announcement Side Thecommunication is a command to play Hallway” an announcement to any userupon entering the geographic area of the side hallway.

The phrase “test go to simple menu” may be a command to enter a simplemenu. Once in the simple menu the user may issue other commands viaverbal communications to add or drop items using phrases such as “testdrop Kitchen” or “test add Kitchen.” The user can then issue a commandto enter the fancy menu using the phrase “test go to fancy menu.”

At 308, a geographic location of the first communication device isdetermined based on the second characteristic of the signal and at leastone other source of information.

At 310, a copy of at least one characteristic of the signal is stored ina storage medium and is made available for performance metric analysis.In one embodiment, the performance metrics are key performance metrics.The at least one characteristic may be, but is not limited to, amessage, a voice, a location, a signal strength, a type of message, textcorresponding to a message, and an identity of a router that the signalwas routed through.

At 312, instructions are received at the computer system comprisingrules for the relaying the signal to the destination derived from thecontext information. The rules may instruct to whom and to how thecommunication is to be relayed. For example, context information derivedfrom a communication may command that the communication be sent toeveryone associated with the geographic location of “Workshop.” However,the rules may instruct that the communication is only relayed to thoseassociated with the “Workshop” who are designated as available or notbusy. The rules may also comprise a predetermined time or a lifetime inwhich a response may be relayed to an available communication device.

At 314, the signal is relayed to a destination derived from the contextinformation. The destination may be another user or a plurality of useror the computer system itself. The destination may be located outside ofa radio range associated with the second communication device or beotherwise physically remote relative to the second communication device.

At 316, a visual representation is generated indicating the geographicposition of the first communication device with respect to a geographicenvironment in which the first communication device is located. Forexample, the visual representation may be a map depicting the locationof users or where users have been. The visual representation may includea status indicator of the user such as whether the user is busy oravailable.

FIG. 4 is a flowchart illustrating process 400 for using a structuredcommunication in an observation platform in accordance with oneembodiment of the present technology. In one embodiment, process 400 isa computer implemented method that is carried out by processors andelectrical components under the control of computer usable and computerexecutable instructions. The computer usable and computer executableinstructions reside, for example, in data storage features such ascomputer usable volatile and non-volatile memory. However, the computerusable and computer executable instructions may reside in any type ofcomputer usable storage medium. In one embodiment, process 400 isperformed by the components of FIG. 1A, 1B, 1C or 2 . In one embodiment,the methods may reside in a computer usable storage medium havinginstructions embodied therein that when executed cause a computer systemto perform the method.

At 402, a signal from a first communication device is received at asecond communication device, wherein a first characteristic of thesignal corresponds to a voice of a first user and a secondcharacteristic of the signal corresponds to information indicative of ageographic position of the first communication device.

At 404, the first user associated with the first communication device isrecognized.

At 406, text related to the voice of the first user is recognized.

At 408, context information from the text is derived at a computersystem associated with the second communication device, wherein thecontext information corresponds to a command related to the text.

At 410, the text is stored in a storage medium for developingperformance metrics.

At 412, the signal is relayed to a destination derived from the contextinformation. The destination may be located outside of a radio rangeassociated with the second communication device or be otherwisephysically remote relative to the second communication device.

FIG. 5 is a flowchart illustrating process 500 for observing andrecording users of communication devices in accordance with oneembodiment of the present technology. In one embodiment, process 500 isa computer implemented method that is carried out by processors andelectrical components under the control of computer usable and computerexecutable instructions. The computer usable and computer executableinstructions reside, for example, in data storage features such ascomputer usable volatile and non-volatile memory. However, the computerusable and computer executable instructions may reside in any type ofcomputer usable storage medium. In one embodiment, process 500 isperformed by the components of FIG. 1A, 1B, 1C or 2 . In one embodiment,the methods may reside in a computer usable storage medium havinginstructions embodied therein that when executed cause a computer systemto perform the method.

In one embodiment, process 500 is a management observation tool forkeeping track of mobile human resources and collecting data on theiractivities.

At 502, a first user associated with a first communication device and asecond user associated with a second communication device are recognizedat a central computer system.

At 504, geographic locations of the first communication device and thesecond communication device are tracked at the central computer system.In one embodiment, tracking means storing data about location and anyspoken information.

At 506, a communication between the first communication device and thesecond communication device are tracked and recorded at the centralcomputer system, wherein at least a portion of the communication is anaudible communication.

At 508, features of the communication are identified at the centralcomputer system. Features may be described as characteristic or dataregarding the communication itself. The features may be availability ofa user, location of a user, communication history of the user, contextof the communication, and a classification of the communication.

At 510, the features are made available to a manager for making adecision.

FIG. 6 is a flowchart illustrating process 600 for characterizingcommunications in a group of users in accordance with one embodiment ofthe present technology. In one embodiment, process 600 is a computerimplemented method that is carried out by processors and electricalcomponents under the control of computer usable and computer executableinstructions. The computer usable and computer executable instructionsreside, for example, in data storage features such as computer usablevolatile and non-volatile memory. However, the computer usable andcomputer executable instructions may reside in any type of computerusable storage medium. In one embodiment, process 600 is performed bythe components of FIG. 1A, 1B, 1C or 2 . In one embodiment, the methodsmay reside in a computer usable storage medium having instructionsembodied therein that when executed cause a computer system to performthe method.

At 602, a group of users is recognized, at a computer system, whereineach user of the group of users are associated with communicationdevices. The group of users may be recognized based on a classificationof the user or a geographic location of the users. For example, aclassification of the users may be whether the user is an associate or acustomer in a retail setting.

At 604, a communication between the communication devices is recorded atthe computer system, wherein at least a portion of the communication isan audible communication. In one embodiment, at least a portion of thecommunication is a pre-recorded audible communication.

At 606, geographic locations of the communication devices are recordedat the computer system. The location may be determined based on clues orevidence sent with the communication indicative of the location.

At 608, features are identified based upon the communication. Featuresmay be described as characteristic or data regarding the communicationitself. The features may be availability of a user, location of a user,communication history of the user, context of the communication, aclassification of the communication, a frequency of communicationsbetween two users, a length of a communication, and a response time to acommunication.

At 610, a visual representation of the features is generated at thecomputer system. The visual representation may depict when a user ofsaid group of users is engaged in said communication, when a user ofsaid group of users asks a question in said communication, where saideach user of said group of users are located, and where said group ofusers are not located.

At 612, the visual representation is made available to a manager formaking a decision.

FIG. 7 is a flowchart illustrating process 700 for using structuredcommunication in a plurality of observation platforms in accordance withone embodiment of the present technology. Process 700 may also bedescribed as disciplining communications in an observation platform. Inone embodiment, process 700 is a computer implemented method that iscarried out by processors and electrical components under the control ofcomputer usable and computer executable instructions. The computerusable and computer executable instructions reside, for example, in datastorage features such as computer usable volatile and non-volatilememory. However, the computer usable and computer executableinstructions may reside in any type of computer usable storage medium.In one embodiment, process 700 is performed by the components of FIG.1A, 1B, 1C or 2 . In one embodiment, the methods may reside in acomputer usable storage medium having instructions embodied therein thatwhen executed cause a computer system to perform the method.

At 702, a signal in a first observation platform is received from afirst communication device at a second communication device associatedwith a computer system wherein a first characteristic of the signalcorresponds to an audible source and a second characteristic of thesignal corresponds to information indicative of a geographic position ofthe first communication device, and wherein the second observationplatform is associated with a radio range.

At 704, a first user associated with the first communication device isrecognized at the computer system.

At 706, context information for the signal is derived at the computersystem associated with the second communication device. The contextinformation may be geographic information, data regarding length or timeof communication, or text of the communication. In one embodiment,speech to text recognition techniques are employed to covert an audiblecommunication to text. In one embodiment, the context information is acommand for the computer system to perform. In one embodiment, thesignal is encrypted or encoded uniquely with respect to the firstcommunication device. The context information may be a command to thecomputer system. For example the computer system may be commanded toaccess a database in response to a query.

At 708, the signal is relayed from the computer system to a secondcomputer system associated with a second observation platform via acomputer network

At 710, the signal is relayed to a destination in the second observationplatform via the second computer system derived from said contextinformation.

It should be appreciated that processes 300, 400, 500, 600 and 700 neednot carry out each of the described steps to complete its operation. Nordo the steps need to be carried out in the order described.

Example Computer System Environment

Portions of the present technology are composed of computer-readable andcomputer-executable instructions that reside, for example, incomputer-usable media of a computer system or other user device.Described below is an example computer system or components that may beused for or in conjunction with aspects of the present technology.

It is appreciated that that the present technology can operate on orwithin a number of different computer systems including general purposenetworked computer systems, embedded computer systems, routers,switches, server devices, user devices, various intermediatedevices/artifacts, stand-alone computer systems, mobile phones, personaldata assistants, televisions and the like. The computer system is welladapted to having peripheral computer readable media such as, forexample, a floppy disk, a compact disc, and the like coupled thereto.

The computer system includes an address/data bus for communicatinginformation, and a processor coupled to bus for processing informationand instructions. The computer system is also well suited to amulti-processor or single processor environment and also includes datastorage features such as a computer usable volatile memory, e.g. randomaccess memory (RAM), coupled to bus for storing information andinstructions for processor(s).

The computer system may also include computer usable non-volatilememory, e.g. read only memory (ROM), as well as input devices such as analpha-numeric input device, a mouse, or other commonly used inputdevices. The computer system may also include a display such as liquidcrystal device, cathode ray tube, plasma display, and other outputcomponents such as a printer or other common output devices.

The computer system may also include one or more signal generating andreceiving device(s) coupled with a bus for enabling the system tointerface with other electronic devices and computer systems. Signalgenerating and receiving device(s) of the present embodiment may includewired serial adaptors, modems, and network adaptors, wireless modems,and wireless network adaptors, and other such communication technology.The signal generating and receiving device(s) may work in conjunctionwith one or more communication interface(s) for coupling information toand/or from the computer system. A communication interface may include aserial port, parallel port, Universal Serial Bus (USB), Ethernet port,antenna, or other input/output interface. A communication interface mayphysically, electrically, optically, or wirelessly (e.g. via radiofrequency) couple the computer system with another device, such as acellular telephone, radio, a handheld device, a smartphone, or computersystem.

Although the subject matter is described in a language specific tostructural features and/or methodological acts, it is to be understoodthat the subject matter defined in the appended claims is notnecessarily limited to the specific features or acts described above.Rather, the specific features and acts described above are disclosed asexample forms of implementing the claims.

What is claimed is:
 1. A method of identifying a metric associated witha business, the method comprising: recognizing, by a computer systemassociated with the business, a first user associated with a firstcommunication device and a second user associated with a secondcommunication device, wherein the first user is recognized as a customerof the business and the second user is recognized as an employee of thebusiness; observing, by the computer system, a communication between thefirst communication device and the second communication device, whereinat least a portion of the communication is an audible communication;identifying, by the computer system, the metric based on thecommunication between the employee and the customer; and making, by thecomputer system, the metric available for decision making purposes. 2.The method as recited in claim 1, further comprising: relaying, by thecomputer system, the communication between the first communicationdevice and the second communication device.
 3. The method as recited inclaim 1, wherein the identifying, by the computer system, a metric basedon the communication between the employee and the customer comprises:identifying, by the computer system, the metric as a length of time oftime associated with the communication.
 4. The method as recited inclaim 1, wherein the identifying, by the computer system, a metric basedon the communication between the employee and the customer comprises:identifying, by the computer system, the metric as a length of timetaken for the employee to respond to the communication from thecustomer.
 5. The method as recited in claim 1, wherein the identifying,by the computer system, a metric based on the communication between theemployee and the customer comprises: identifying, by the computersystem, the metric as a length of time between a request for assistanceby the customer and receipt of assistance from the employee.
 6. Themethod as recited in claim 1, wherein the identifying, by the computersystem, a metric based on the communication between the employee and thecustomer comprises: identifying, by the computer system, the metric asthat a query, made by the customer, was satisfied by the employee. 7.The method as recited in claim 1, wherein the identifying, by thecomputer system, a metric based on the communication between theemployee and the customer comprises: identifying, by the computersystem, the metric as that a query, made by the customer, was notsatisfied by the employee.
 8. The method as recited in claim 1, whereinthe identifying, by the computer system, a metric based on thecommunication between the employee and the customer comprises:identifying, by the computer system, the metric as a geographic locationof the second communication device at a time of the communication. 9.The method as recited in claim 1, wherein the identifying, by thecomputer system, a metric based on the communication between theemployee and the customer comprises: identifying, by the computersystem, the metric as one of a busy status and an available status ofthe employee at a time of the communication.
 10. A non-transitorycomputer-usable storage medium having instructions embodied therein thatwhen executed cause a computer system to perform a method of identifyinga metric associated with a business, the method comprising: recognizing,by a computer system associated with the business, a first userassociated with a first communication device and a second userassociated with a second communication device, wherein the first user isrecognized as an employee of the business and the second user isrecognized as a customer of the business; observing, by the computersystem, a communication between the first communication device and thesecond communication device, wherein at least a portion of thecommunication is an audible communication; identifying, by the computersystem, the metric based on the communication between the employee andthe customer; and making, by the computer system, the metric availablefor decision making purposes.
 11. The non-transitory computer-usablestorage medium of claim 10, wherein the method further comprises:relaying, by the computer system, the communication between the firstcommunication device and the second communication device.
 12. Thenon-transitory computer-usable storage medium of claim 10, wherein theidentifying, by the computer system, a metric based on the communicationbetween the employee and the customer comprises: identifying, by thecomputer system, the metric as a length of time of time associated withthe communication.
 13. The non-transitory computer-usable storage mediumof claim 10, wherein the identifying, by the computer system, a metricbased on the communication between the employee and the customercomprises: identifying, by the computer system, the metric as a lengthof time taken for the employee to respond to the communication from thecustomer.
 14. The non-transitory computer-usable storage medium of claim10, wherein the identifying, by the computer system, a metric based onthe communication between the employee and the customer comprises:identifying, by the computer system, the metric as a length of timebetween a request for assistance by the customer and receipt ofassistance from the employee.
 15. The non-transitory computer-usablestorage medium of claim 10, wherein the identifying, by the computersystem, a metric based on the communication between the employee and thecustomer comprises: identifying, by the computer system, the metric as ageographic location of the second communication device at a time of thecommunication.
 16. A structured communications platform comprising: afirst communication device associated with a first user and configuredto send a communication, wherein a first characteristic of thecommunication corresponds to an audible source; a second communicationdevice associated with a second user and configured to receive thecommunication; and a computer system associated with a business andconfigured to relay the communication between the first communicationdevice and the second communication device, wherein the computer systemis further configured to: recognize the first user associated with thefirst communication device and the second user associated with thesecond communication device, wherein the first user is recognized as acustomer of the business and the second user is recognized as anemployee of the business; observe a communication between the firstcommunication device and the second communication device, wherein atleast a portion of the communication is an audible communication;identify a metric based on the communication between the employee andthe customer; and make the metric available for decision makingpurposes.
 17. The structured communications platform as recited in claim16, wherein the computer system is further configured to: recognize thefirst user based on a unique signature associated with transmissions ofthe first communication device; and recognize the second user based on aunique signature associated with transmissions of the secondcommunication device.
 18. The structured communications platform asrecited in claim 16, wherein the computer system is further configuredto: recognize the first user in response to the first user identifyingthemselves to the computer system.
 19. The structured communicationsplatform as recited in claim 16, wherein the communication is receivedby the computer system and then relayed to the second communicationdevice based on context information derived from the communication. 20.The structured communications platform as recited in claim 16, whereinthe second communication device is located in a building with a firstphysical address associated with the business and the firstcommunication device is located remotely from the first physicaladdress.
 21. The structured communications platform as recited in claim20, wherein the computer system is further configured to: relay thecommunication to the second communication device when employees at asecond physical address associated with the business do not haveknowledge known by employees at the first physical address.
 22. Thestructured communications platform as recited in claim 16, wherein themetric comprises: a length of time of time associated with thecommunication.
 23. The structured communications platform as recited inclaim 16, wherein the metric comprises: a length of time taken for theemployee to respond to the communication from the customer.
 24. Thestructured communications platform as recited in claim 16, wherein themetric comprises: a length of time between a request for assistance bythe customer and receipt of assistance from the employee.
 25. Thestructured communications platform as recited in claim 16, wherein themetric comprises: a geographic location of the second communicationdevice at a time of the communication.